Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted OnPay about POSSIBLE services with them online. I received phone messages and emails from two people, ***** and ********, after my single inquiry. I has never agreed to services, never completed the process for setting anything up, and the last message I received from ******** stated she needed me to call her from my registered phone to set up an account. I never did, in fact I informed her that HR Block agreed to do the service instead and I would not need to sign up with OnPay. She indicated she would 'cancel' my account, and account I had never started! Then I receive a message from OnPay Help saying they would cancel my 'free trial'. I had no account set up so there could be no free trial. Today there is a $40.00 charge from OnPay on my checking account 2270. They have fraudulently charged my bank account. I want the unauthorized $40 charge returned and for them to never access my account again. I have already notified the bank of this activity.

  

  Business Response

  Date: 04/03/2024

  Hello,
  
  Your OnPay subscription is canceled, and the initial payment will be refunded and reflected in your account in 2 - 3 business days.
  
  Thanks 
  
  OnPay

  Customer Answer

  Date: 04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ************************************************

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a payroll company that issues payroll and W-2 for employers. I worked for my company in 2021, went on maternity leave and collected *** paid family leave. Received my W-2 and filed my 2021 taxes. In Jan of 2023 I received letter from *** that I under paid taxes. When looking into this, OnPay reported my Paid leave incorrectly, it was reported 2x I submitted ticket to OnPay 1/10/23 to report error on my W-2 where my *** paid family leave was reported wrong on my W-2. I received the updated W-2 on my account on 1/24/23. As of 4/11/23 the *** had still not received the updated W-2, on 4/13/23 OnPay responded that it had not been sent but it was going to be expedited. As of 5/15/23 it was still not submitted. OnPay's response said that it could take 6-8 weeks to process. 8 weeks would have been in MARCH!!! On 5/23/23 OnPay said they were escalating it and it would be completed soon. THE *** STILL HAS NOT RECEIVED THE UPDATED W-2. They are charging me interest on money owed to them becuase of the payroll company's mess up and because they have not sent in my correct W-2, the *** will not accept the corrected W-2 from me, it needs to come from the payroll company and they are failing to send it in. There is no reason this shouldn't have been done yet.

  Customer Answer

  Date: 09/15/2023

  This is the address and phone number of the business 

  

  Business Response

  Date: 09/22/2023

  All tax filings are complete and the necessary forms have been submitted. The client's account is current.  Thank you.  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20502269
  
  I am rejecting this response because: I will see if the *** actually receives what should have been submitted to them months ago. I also would like reimbursement for the months of interest I have been charged because OnPay failed to do their job months ago and submit the require tax fillings to the *** when they said they were going to.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/24/2023

  All tax filings are complete, and the necessary forms have been submitted. The client's account is current, and OnPay will work with the appropriate agencies if any additional information is requested.
  
  Thank you.  

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OnPay was notified in Q1 2023 of a W-2 error in need of correction. Since then, all they will say is that they are "working on it." But, the original 6-8 week window has more than doubled with no resolution. It's unacceptable. If a company is going to take responsibility for compliance, they MUST be able to comply with tax authorities in a timely manner. This is case #******.

  

  Business Response

  Date: 08/03/2023

  The taxes in questions are not related to payroll tax filings or any payroll underpayment.  This is an assessment made by the state/local agencies directly to the client. As they are not payroll tax filings, these are not taxes collected or paid by OnPay. The client has been notified.  Thank you.  

  Customer Answer

  Date: 08/03/2023

  Hello,

  The ** notice is absolutely a tax underpayment and OnPay's responsibility. Please see attached.

  Noted about the ** assessment charge.

  ******************

  

  Business Response

  Date: 08/11/2023

  Hello,
  
  OnPay updated the ********** tax filing to include all payments. The client's account is now current.
  
  OnPay

  Customer Answer

  Date: 08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January, I got a notice from the **************** ESD that we were missing payroll tax payments, despite the fact that we are using OnPay as our payroll service. I contacted OnPay to ask for assistance. It has been 6 months, and I still haven't received a resolution, and the payments are not being made. The customer service agents available by phone have no authority to assist with problems, and apparently there is a 6+ month wait to speak to someone in the tax department. We are accruing late fees and interest on our missed payments because of their negligence.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thank you for reaching out to our team about this. We can confirm that since we connected, the full WA State ESD has been updated and the correct collection rate was updated in the system.

  Customer Answer

  Date: 06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like the business to know that the delayed timeline to correct this issue was unacceptable and they should consider examining their practices. I have taken my business elsewhere because of the lack of response on this issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice for ******** unemployment insurance that wage detail for Q4, 2022 was never filed and they issued a $250 fine to me on 2/6/23. After reaching out to the state we realized that Onpay had never submitted this wage detail for nearly 2 years they were hired as our payroll service. When I contacted Onpay in February they opened a ticket regarding this issue and it is still open today. I was informed by ** that the next violation will double as long as wage detail is delinquent. I've contacted Onpay several times since and they continue to tell me it is a high priority and will be resolved as soon as possible. I have switched payroll services and continue to pay for their service that I'm not using until this issue is resolved.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thanks for reaching out, and were glad we were able to connect with you directly to investigate and resolve this. Our team has verified and confirmed the accurate filing of all wage details for each quarter in question. The confirmations have been forwarded to the client for their records and are up to date. If you're still experiencing issues, please don't hesitate to reach out to our customer support team.

• Initial Complaint

  Date:04/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 24, 2023, my payroll direct deposit associated with onpays HR platform was stolen. Onpay admitted they had an unsecure network. Perpetrators hacked into onpays website and changed my bank account information (routing and account numbers). I received no notification from onpay of these changes, and my paycheck funds were wired to a fraudulent account.Onpay will not investigate anything. Reports have been filed with federal agencies.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thank you for contacting us about this experience and we are glad we were able to investigate this. We take security very seriously and have extensive measures in place to keep our clients protected. It is equally important that our clients stay vigilant online and take precautions to protect their personal and confidential information, including login credentials. We have investigated this reported session thoroughly and can confirm that our website was never compromised in any way. Our team has communicated with you directly regarding how the account was likely compromised.

  Below are recommendations from our security team on to protect yourself from phishing schemes:

  Regularly reset your passwords
  Set up MFA via an authenticator for your account
  Bookmark frequently used URLs
  Before inputting any login information, double-check the URL
  
  We have more extensive resources and advice for keeping your information safe online here: ************************************************************************;

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 19890010
  
  I am rejecting this response because:

  Onsite Has done nothing to eliminate the fake phishing websites that are associated with them.  These sites are set up to deceive employees and employers to steal paychecks, and continue to operate with no deterrent.  Unless On-site makes an attempt to deter this criminal activity will continue  

  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/07/2024

  Hi there,

  We understand your concerns regarding phishing websites and the challenges they present and we agree that it can be frustrating when it seems like not enough is being done to address these issues. However, it's important to recognize that dealing with phishing sites is complex and we have protocols in place to combat these threats. It is also important to remain vigilant online and take steps to safeguard personal and confidential information.  Unfortunately, the rise of external phishing sites is a challenge that is not unique, and most organizations have to combat it today. We take these bad actors very seriously and do everything in our power to report and eradicate these sites in partnership with the relevant search providers. What is directly in our control is our own software and service, which has always remained secure.

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2022, Onpay confirmed they'd filed our *** 941X forms. Each and every time we've tried to check on them, we've been told they were filed and we needed to wait. Today, we called to check again and were told they never filed them. Further, only 3 of the 4 quarters of 2021 can be filed per some rule of the *** Grants, which was never brought to our attention. And, they sent us confirmations and copies of 4 quarters 941X, so something isn't right.No one returns emails that we sent showing the confirmations we were sent. No one takes us off hold long enough to explain why/how they've kept us waiting for more than 10 months even to file. I believe we are owed a professional explanation from someone past their frontline employees and a complete and total refund for the quarters in question.

  

  Business Response

  Date: 03/07/2023

  A senior member of our team worked with the client to hear her concerns and came to a resolution.  We verified the *** process in on track and they should receive the credit for the appropriate quarters.  We will continue to work with the client on this issue until completion.  Thank you.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OnPay was supposed to pay unemployment taxes on my behalf, but they didn't make the payment. Now, the missed payment has been incurring fees and interest for months because I called and they said they'd pay it, but they never did. I have been trying to resolve this for a year now, they just keep saying their "investigation" takes 6-8 weeks, but it has been over a year! They didn't fulfill their duties or their word. Now, they won't even respond to my correspondence. Not professional!

  

  Business Response

  Date: 01/07/2023

  We spoke to the client and received the needed account access.  Once provided, we cleared out any issues and the client said they were satisfied.  Thank you.  

  Customer Answer

  Date: 01/12/2023

   OnPay reached out to me and said that they accepted responsibility and they would be paying the past due taxes on my account but that they had to send out a check since that is what was required by the agency.  They have told me that they were going to pay it before though, and they did not.  So, if possible, I would like to keep the complaint open until the payment is processed.  Can we follow up next week?

   

   

   

   

  ***********************

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a notice from the *** that 2 of our June ******* Withholding deposits were submitted late. The notice, dated December 5th, indicated we owed substantial penalties due to the late deposits submitted by OnPay. I immediately contacted OnPay on December 6th and forwarded the penalty notice. I explained we needed resolution quickly since the penalty was due on December 26th. OnPay does not allow you to speak to their "tax" department and I was told they would contact me regarding the notice. I've since called twice more and the Company fails to contact us back or resolve the problem. We have received absolutely no communication from OnPay and the refuse to provide a number of any supervisor or any individual who can help to resolve this. The "customer service" agent simply states they will "escalate" the issue and someone will contact us. However no one will return a call or email. OnPay has failed to deposit our withholdings on time and now we will be required to pay a penalty due to their negligence.

  

  Business Response

  Date: 12/19/2022

  Thank you for informing us about the issue.  The client has been contacted and spoke directly to a senior member of our response team.  They are working with the client to verify the information/tax filings and will resolve any issue.  Thank you.  

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There have been numerous issues with this payroll company since we signed up for their services last year.- Filings to the state were never submitted! I had to invest a lot of time to get OnPay to admit they had not filed a withholding return for the state of ******* - Possible Miscalculation of ******* Healthcare Contribution, but no way for me to confirm this. I have requested documentation numerous times (both before and after thousands of dollars were withdrawn from our account) and not received them - Impossible customer service - **************** does not have access to tax filings. HCC worksheet has been requested over and over again and I am still waiting to see it - Reports do not load, or become available for download - Lots of bugginess when looking at reports and details for employees I really have no evidence that OnPay isn't just a big ole scam and am leaving this review in hopes that I can get some access to direct communication with a manager or someone on the tax side of things. I have been told a manager would follow up with me repeatedly, and yet, I have never heard from anyone. I am no longer recommending OnPay to my clients and am going to try and convince the two who are using OnPay to switch to Gusto. I would like payroll processing fees to be refunded until the services are working as advertised.

  

  Business Response

  Date: 07/07/2022

  Thanks for letting us know of the issue.  We regret that our messages over the last few months were missed and are glad that we are now in contact and were able to help resolve the issue.  Please do not hesitate to reach out with any further questions or concerns. Thank you.